Summary
Overview
Work History
Education
Skills
Languages
Timeline
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STELLA GONZALES

Rancho Cordova,CA

Summary

Dedicated Customer Service Representative with extensive experience in high-volume environments. Strong organizational skills and effective problem-solving abilities drive customer satisfaction through accurate account management and timely issue resolution.

Overview

2
2
Languages
15
15
years of professional experience

Work History

Customer Service Representative

Health Net
11.2020 - 06.2021
  • Handled high volume of calls from members and providers, ensuring timely and accurate responses.
  • Assisted members in locating in-network doctors, specialists, or facilities to optimize their healthcare access.
  • Explained health plan coverage details, copays and deductibles.
  • Processed payments for member accounts to ensure timely transactions.
  • Documented detailed notes and case actions in internal CRM, enhancing case tracking and resolution.
  • Routed appeals, escalated issues or compliance-sensitive grievances to specialized internal departments or Supervisor.

Supervisor

Lowe’s Home Improvement
02.2011 - 05.2020
  • Supervised and managed cashiers, ensuring compliance with state labor laws and corporate policies.
  • Scheduled shifts and trained staff to optimize workforce efficiency.
  • Oversaw daily operations, promoting smooth workflow and customer satisfaction.
  • Assisted customers with sales returns and store card account maintenance.
  • Handled phone inquiries by resolving escalated complaints and coordinating deliveries.
  • Generated detailed management reports to support informed decision-making.
  • Input data into computer systems to maintain accurate records.

Team Leader

Target Corporation
08.2006 - 04.2010
  • Led team in daily operations and ensured compliance with company policies.
  • Conducted interviews, coaching, and performance reviews while insuring compliance with Target brand standards.
  • Trained new employees on company policies and customer service standards.
  • Maintained register operations, troubleshot equipment issues, opened and closed cash registers, and directed customer flow for efficient service.
  • Managed inventory levels and coordinated restocking efforts with suppliers.

Education

Some College (No Degree) - Criminal Justice

Purdue University Fort Wayne
Fort Wayne, IN

Some College (No Degree) - Psychology

American River College
Sacramento, CA

Skills

  • CRM software proficiency
  • Payment processing
  • Data entry and organization
  • Google Workspace and Microsoft Office
  • Scheduling and time management
  • Problem solving and customer relationship management
  • Conflict resolution

Languages

English
Full Professional
Indonesian
Native/ Bilingual

Timeline

Customer Service Representative

Health Net
11.2020 - 06.2021

Supervisor

Lowe’s Home Improvement
02.2011 - 05.2020

Team Leader

Target Corporation
08.2006 - 04.2010

Some College (No Degree) - Criminal Justice

Purdue University Fort Wayne

Some College (No Degree) - Psychology

American River College
STELLA GONZALES